Record Details

Turning Customer Feedback into Commitment

GSTF Journal on Business Review

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Field Value
 
Title Turning Customer Feedback into Commitment
 
Creator Glovinsky, Paige L.
Kim, Jiyeon
 
Subject component; customer involvement; satisfaction; emotional connectivity; brand loyalty; word-of-mouth behavior
 
Description A growing number of firms are investing in being on the cutting edge of customer connections. However, when retailers continually promote customer feedback, it can be a huge weakness if there’s not a unique and involved communication channel with desirable customer benefits. Therefore, the purpose of this study is to examine the effects of customer product involvement on satisfaction, emotional connectivity, brand loyalty and word-of-mouth behavior. The major findings of this study are that customer product involvement has a strong positive relationship to a customer’s satisfaction and emotional connectivity, and brand loyalty, through customer product involvement, significantly influences a customer’s word-of-mouth behavior. The participant’s responses supported all hypotheses within data analysis. Secondary findings suggest that shoppers who purchase and browse many times per year are more likely to becoming involved in the CPI process.
 
Publisher GSTF Journal on Business Review (GBR)
 
Contributor —
 
Date 2016-01-25
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://dl6.globalstf.org/index.php/gbr/article/view/1518
 
Source GSTF Journal on Business Review (GBR); Vol 4, No 2 (2015): GSTF Journal on Business Review (GBR)
ISSN: 2251-2888
2010-4804
 
Language eng
 
Relation http://dl6.globalstf.org/index.php/gbr/article/view/1518/1547
 
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